Putting customer experience at the center of your business. Driven principally by the methods and success of digital e-commerce brands, customer experience is now the competitive yardstick by which most global brands measure themselves. Becoming customer-centric is about shifting your entire organization to focus on the customer experience and building customer-centric KPIs into your performance management systems. New analytics and indexes, such as the Customer Experience Index (CEI) are needed to supplement Net Promoter Scores (NPS) to help you understand why customers become dissatisfied and to help you predict what actions you can take that will prevent incidents and improve your customers’ experience and your NPS. This requires data, artificial intelligence (AI) and machine-learning (ML) software that can identify anomalies, make predictions and arrive at actionable insights, including those actions that have the highest probability of meeting your customer’s objectives (next best action or NBA).